SALARY: $58,000

SCHEDULE: Night Shift; Friday-Sunday 8PM-8AM CT

SUMMARY:

The Cloud Service Administrator II reports to the Service Center Manager and is responsible for providing support for a wide array of systems related to the OpSus Cloud and Technical Solutions Group division. The Cloud Service Administrator II will be primarily responsible for ensuring customer calls and self-service requests are addressed, tracked, communicated about and resolved in a timely manner. The Cloud Service Administrator II provides support for incidents to restore service(s) as soon as possible along with pro-actively monitoring the infrastructure and responding to alerts as applicable. The Cloud Service Administrator II will be responsible for participating in the periodic patching and updating of systems throughout the infrastructure as well as other general maintenance items as needed. The Cloud Service Administrator II also provides a key role in working directly with customers and engineering teams to resolve issues, perform maintenance and periodic configuration tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure inbound phone calls and self-service requests are addressed appropriately in a timely manner using excellent customer service skills.
• Identify, troubleshoot and resolve customer and systems issues. Utilize standard and ad-hoc procedures to perform first level issue resolution for systems. Use appropriate tools to track and report problem status and escalate to internal support, vendors, and management within established SLA’s.
• Follows all issues to resolution, engaging the engineering team as needed. Acts as the primary contact for the customer providing a single point of interaction.
• Produce and maintain technical resolution documentation, such as knowledge base articles, on systems, infrastructure and processes.
• Participate in problem and change management as required to ensure the stability of systems and ongoing customer satisfaction.
• Follow security procedures, standards, and protocols related to all technologies.
• Actively monitor all infrastructure and systems and ensure resolution to any monitoring alerts. Work with engineering to resolve any alerts as necessary.
• Adhere to standards for availability and business continuity.
• Maintain documentation standards and ensure consistency as related to all infrastructure configurations. Maintain technical and operational knowledge of all Cloud and Technical Solutions Group services.
• Train, mentor, and develop other support personnel where needed.
• Work directly with customers, utilizing excellent customer service skills, during all phases of the customer relationship.
• The Service Center will be required to answer support calls from customers periodically and work to resolve their issues.

OTHER DUTIES AND RESPONSIBILITIES:

• Constant improvement of all services and processes
• Other duties as assigned
• Occasional shift work may be required, including but not limited to nights and weekends to ensure appropriate coverage.

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Experience:

• Two years or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required.
• Two years or more of progressive experience in supporting SAN and NAS storage solutions, de-duplication, backup, replication and restoration technologies are preferred for this position.
• End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred.
• Working knowledge of Microsoft operating systems, networking concepts, and computer hardware required. Experience in executing periodic systems patching and updates on a regular basis required.
• Extensive background in troubleshooting hardware and application issues on Windows platform is required. An understanding of backup technologies and concepts is required.
• Experience working with and supporting networking hardware and enterprise monitoring solutions strongly preferred.
• One or more years of progressive experience in large enterprise health care systems including MEDITECH, Cerner, McKesson Health Information Systems, Medical Imaging, PACS, and/or Health Information Exchange is preferred for this position.
• Experience with supporting advanced blade architecture such as Cisco UCS and HP BladeSystem preferred.
• Knowledge of cloud best practices and data center virtualization in multi-tenant environments preferred.
• Experience with advanced datacenter wide virtualization preferred.
• Education or equivalent experience in ITIL, Cobit, and/or HIPAA preferred for this position.
• Previous Customer Service, Call Center, Help Desk and/or Service Desk experience required.

Education:

• Bachelor degree in Information Management, Computer Science, or other related field or an equivalent amount of experience is preferred for this position.

Certifications or Licenses:

• Certifications in Microsoft, VMware, Storage, A+, Network+, and other Cloud Technologies are considered a plus for this position.

Special Knowledge, Skills and Abilities:

• Excellent customer service skills required along with the ability to manage multiple customer issues at the same time.

TRAVEL REQUIRED:

Approximately 10% Travel

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work long hours at a desk using a PC, video conferencing, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.
• Moderate overnight travel by land or air.

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Extensive use of desktop computers, mobile technologies video conference, phone, cell phone is essential for this function.